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Loadsmart

Posted 1 month ago

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Senior Account Manager, SaaS

United States / RemoteRemoteFull-time

AI Summary

Owns the full post-sales lifecycle for a portfolio of SaaS customers, driving onboarding, adoption, renewals, and expansion through structured account planning and cross-functional collaboration.

About this role

ARE YOU INTERESTED IN JOINING AN INNOVATIVE LOGISTICS TECHNOLOGY COMPANY?
Loadsmart is a growth-stage technology company valued at over $1 billion (a true Tech Unicorn)!
We are a collection of industry veterans and user-centered engineers using innovative technology to fearlessly reinvent the future of freight by helping shippers, brokers, warehouses and carriers to move more with less.
With headquarters in Chicago and a globally distributed remote team, Loadsmart continues to attract top talent committed to driving meaningful change. We seek professionals who embody our core values: curiosity, clarity, results, commitment, and teamwork.

We are hiring an Senior Account Manager to grow revenue within its existing customer base and new accounts. The role covers the full account lifecycle, building relationships with business owners, onboarding and educating customers, and creating account plans to expand Loadsmart's footprint. The Senior Account Manager owns a customer portfolio end-to-end: onboarding, enablement, growth, renewals, and cross-selling the flagship product stack, with a focus on delivering a strong customer experience throughout.

LOCATION: Remote - USA

WHAT YOU GET TO DO:

  • Own full-cycle post-sales activities:onboarding, enablement and adoption, product demonstrations, and renewals, ensuring every customer is set up for success from day one
  • Serve as the point person to identify, prioritize, and close expansion opportunities (upsell and cross-sell) across new and existing accounts, and negotiate contract terms on SaaS renewals
  • Build a comprehensive account plan that ties value justification, benchmarking, and ROI data to each customer's priorities and hurdles, driving decisions that support revenue target delivery and growth
  • Establish a structured engagement cadence: regular check-ins, QBRs/EBRs, and executive touchpoints that reviews adoption and success metrics, aligns on strategic priorities, and sets clear action plans for the next quarter
  • Build trusted, multi-threaded relationships across the customer organization, from day-to-day users to senior executives and economic buyers, reducing single-threaded risk and expanding adoption
  • Stay closely attuned to each account's strategic growth plans, technology strategy, and competitive landscape, tracking public information and industry trends that could impact the customer
  • Proactively surface customer needs, risks, and opportunities through ongoing engagement, partnering cross-functionally to drive resolution of account issues (billing, support, product, and other departments)
  • Gather customer feedback through structured interviews and surveys, and continuously deepen product expertise to serve as a subject matter expert

    • REQUIRED QUALIFICATIONS:

  • 5+ years of experience as an Account Manager or Customer Success Manager for SaaS products
  • 3+ years of experience working within SaaS
  • Proven track record of working in a customer-facing role
  • Excellent English language skills
  • Strong communication skills, both written and verbal, to effectively understand and communicate customer expectations
  • Customer-oriented: genuine interest in the customer’s business and in what the customer communicates, needs, and expects
  • Problem-solving: ability to clearly define and deliver technical solutions that drive customer satisfaction and business results
  • Interpersonal intelligence: ability to read between the lines and to ask difficult or uncomfortable questions to customers
  • Influence: the ability to map customers’ internal political environment and to positively influence the decision-making process
  • Data analysis: ability to understand and interpret data with a focus on generating insights
  • Results-oriented: ability to understand the goal, remain motivated, and consistently keep focusing on the outcome, no matter the obstacles
  • High technical aptitude and overall understanding of technology
  • Experience with CRM is a plus - preferably Salesforce

    • Skills

    Account PlanningContract NegotiationCRMData AnalysisEBRsProduct DemonstrationsQBRsROI AnalysisSaaSSalesforce

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